Customer Service

Customer Service

  • CONTACT DETAILS
  • PAYMENT & INSURANCE
  • SHIPPING METHOD
  • RETURNS & EXCHANGES
  • PRODUCT & SIZING
Our goal as a company is to strive in providing quality customer service, product, and experience to ensure your satisfaction. We will make the time to find the answer to any of your questions or concerns.

Please feel free to contact us at any time via:

Phone: 917 755 5403
Email: support@luckynyselectism.com

Customer service representatives available to help you.
Monday through Friday, from 9am to 6pm EST.
If we are not available, please leave a message and we will get back to you as soon as possible.
When will my credit card be charged for my purchase?
The full amount of the purchase will be charged to your card as soon as your order has been received and shipped.

What forms of payment do you accept for purchases?
We accept all major debit and credit cards

Is my credit card information protected?
All the data collected through every transaction made on our website is protected using a Alpha Secure Socket Layer Service. We recognize the importance of the privacy of our customers and we do our best to prevent and block unauthorized access.
How much does shipping and handling cost?
Continental United States: Free
Alaska, Hawaii, and Puerto Rico: Flat fee of $15


We understand that this tool may not be always accurate to give you a sense of how the frame will fit or look on your face so we recommend that you also visit our showrooms or try our Home Try-On program if they are available around your location.

International
Canada: Flat fee of $35 (includes taxes, customs, and brokerage fees) We are trying to extend our services to other countries. However, at this time Canada is the only country outside of the US we ship to.

How long will it take for my order to ship once it is placed?
Once the order has been placed, it should arrive within 2-7 business days.

Note: We will do our best to ship any orders in the time period mentioned above, but it is not 100% guaranteed as there may be variables that may slow down the shipment. We will be sure to contact you directly if any information in the order is incomplete or requires clarification.

How can I check the status of my order?
We are currently not offering status check service on our website, but feel free to contact us by email or phone Monday through Friday between 9am-6pm EST for any inquiries about your order.

Is there an option for expedited shipping if I want my order sooner?
Yes, we may be able to expedite your shipping for an additional fee of $25-$30. However, you need to keep in mind that this option is not always available as it depends on your order volume and other variables.

What can I do if I encounter problem navigating or using any of the tools on the website?
First, sign out of your account and try logging back on with a new browser (we recommend Chrome or Safari). If the problem persists, please contact us at via phone 917 755 5403 Monday through Friday 9am-6pm EST or via email support@luckynyselectism.com and we'd be happy to assist you.

Note: Using PO Box as a billing address may cause a problem during the checkout process so if this happens, please give us a call to place an order over the phone.
What is your return policy?
If you are not fully satisfied with your purchase, we have a 7-day return or exchange policy with no questions asked and upon request we will provide you with a prepaid shipping label via email.

We have no questions asked policy, but would greatly appreciate your feedback in regards to your experience with our product(s) via email or via phone.

Phone: 917 755 5403
Email: support@luckynyselectism.com
Customer service representatives available to help you.
Monday through Friday, from 9am to 6pm EST.

When do I receive my refund?
If you have requested for a refund, you will be able to view it on the account you made the purchase within 5-7 business days upon receipt of the product. If you are exchanging or replacing for a different product, we will place your new order immediately.
Can I try on the frames before purchasing?
We offer a modern face recognition technology called Virtual Try-On to make your experience easy and convenient at no cost to you! This tool allows you to enable your webcam or upload a photo of yourself to see what style works best for you

How does the Virtual Try-On work?
Select the "Virtual Try-On" below each frame on the product page and you will be given further instructions on how to utilize the Virtual Try-On tool.

What materials are used in your glasses?
Our frames are custom made of Italian cellulose acetate, titanium, memory, steel. These are durable yet flexible and they do not degrade easily with time. We also use Teflon-coated five-barrel hinges on the frames for superior durability.

What type of lens comes with the standard price of glasses/sunglasses?
Our optical glasses comes with custom-cut polycarbonate lenses with anti-glare and anti-scratch coatings. Our sunglasses comes with 100% UVA & UVB protected polarized lenses. Polarized lenses reduce the glare from the reflected light and will help you to see clearly.

Do you sell prescription glasses/sunglasses?
Unfortunately, we do not offer glasses/sunglasses with prescription lenses.

Can I change the lenses on my sunglasses?
Our sunglass lenses are non-customizable. Our designers have chosen the lenses that will bring out the most vibrant style and the color of the frame.

Do your frames come in different sizes?
Each style only comes in one size. However, we do have many styles with range of sizes in our collection so feel free to utilize the virtual try-on or refer to our frame measurement in our product page to help you determine the style that may best fit you.